Service Desk Team Lead FT 2025-6212

Cambridge Memorial Hospital; Cambridge; On-site; CAD 80,000 - 100,000; Full time

Job summary

Cambridge Memorial Hospital seeks a Service Desk Team Lead to oversee IT support and manage the Service Desk. This role is pivotal for enhancing service excellence through leadership of a skilled team amidst an environment that values diversity and inclusion. Key responsibilities involve managing tech strategy, user support, and compliance to standards, with an emphasis on fostering a collaborative culture.

Benefits

Healthcare of Ontario Pension Plan (HOOPP)

Group benefits including health and dental

Employee and Family Assistance Program

Leadership and Quality Improvement Curriculum

Career Development & Education Grant

Wellness, & Wellbeing Program

Diversity, Equity and Inclusion Initiatives

Qualifications

• 2+ years in a Service Desk Leadership role at a large enterprise.
• 3+ years in an IT support role.
• ITIL certification is an asset.

Responsibilities

• Oversees the Service Desk and provides user support.
• Collaborates on corporate IT strategy and standards.
• Manages hardware and software lifecycles and licenses.

Skills

Problem-solving

Analytical skills

Communication

Customer service

Team management

Education

Technical post-secondary diploma/degree

Job description

Overview

Join a hospital where everyone makes a difference! Cambridge Memorial Hospital (CMH) is a thriving community hospital that proudly provides acute care services including: Emergency, Surgery, Medicine, Women’s and Children’s Health, Intensive Care, Mental Health, and Inpatient Rehabilitation.

Our vision is to creating healthier communities together. Our dedicated and skilled staff are passionate about providing outstanding patient-centred care, and an exceptional patient experience to residents of the Waterloo Region and beyond.

Come be part of our vision as CMH leads in innovation and compassion! To learn more about CMH, please visit our website at www.cmh.org.

Why Should You Apply to CMH?

• Healthcare of Ontario Pension Plan (HOOPP)
• Group benefits, including health and dental, for full-time employees
• Employee and Family Assistance Program
• Leadership and Quality Improvement Curriculum
• Career Development & Education Grant
• Wellness, & Wellbeing Program
• Diversity, Equity and Inclusion Initiatives

Job Description

Position Summary:

Reporting to the Manager of IT, as a member of the IT Leadership Team, the Service Desk Team Lead participates in creating and supporting CMH’s technology strategy. The position oversees the Service Desk and provides user support so that immediate customer requirements and business goals are met. Managing and maintaining user hardware including lifecycle management whilst ensuring adherence to operational and capital budgets. Maintaining the knowledge base for end user documentation, application operating procedures as well as end user education.

Role Responsibilities:

• Provides overall direction to the IT Service Desk team
• Collaborates on and deploys corporate IT strategy, standards and processes that will be used by the enterprise
• Appraise Service Desk member performance and increase effectiveness by providing feedback, and oversee their training and development through coaching and mentoring
• Assessing skills, identifying gaps and recommending training / personnel changes to meet the needs of the organization
• Executes IT policy and compliance standards to ensure security and privacy
• Ensures compliance to defined budgetary goals
• Establish new and maintain existing progress reports and performance metrics to measure IT effectiveness and productivity
• Manage hardware and software lifecycles and licenses
• Provides metrics and feedback of customer experience
• Actively participates and provides IT support context to Peer groups and cross functional groups
• Manages resources for tactical and project-based work within the IT Service Desk Team, ensuring adherence to budgetary and regulatory requirements
• Provides Service Desk context, risks and constraints to IT related capital and operational expenses

Skills and Qualifications:

• Completion of a related technical post-secondary diploma/degree
• 2+ years working experience in a Service Desk Leadership role at a large enterprise
• 3+ years in an IT support role
• Strong technical, problem-solving, and analytical skills
• Excellent communication and presentation skills
• Strong people management and customer service skills
• ITIL certification is an asset
• Must be able to work on a team and inspire increased productivity from teammates
• Must be able to think and adapt quickly to meet business needs
• Possesses Company values of honesty, integrity, respect, commitment and open to change while modelling the Company Core Principles in all activities
• Ability to foster collaborative, cross department relationships to meet common objectives.
• This role requires a proactive approach, excellent communication, and a customer-centric mindset. If you’re passionate about driving IT service excellence and fostering a collaborative environment, we encourage you to apply!

As part of our commitment to the health and safety of our patients, staff and community from COVID-19, subject to any accommodation required by applicable human rights legislation, Cambridge Memorial Hospital requires that all staff have received all required doses of a COVID-19 vaccine approved by Health Canada.

The successful external applicant is required to provide the applicable criminal record check, as requested by Human Resources, in accordance with federal and provincial legislation. Valid criminal record checks are in original format and dated with two months from date of conditional offer from CMH.

We welcome all applicants and encourage members of equity-deserving groups including Indigenous and LGBTQ2SIA+ communities regardless of race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion, neurodiversity or physical ability. We promise to ask if needed, and to provide reasonable accommodation to you during the recruitment and selection process to ensure an equitable experience.

To support all of us in this journey, Cambridge Memorial Hospital is an employee partner with the Canadian Centre for Diversity & Inclusion (CCDI) and provides access to all CMH members to CCDI resources and education. We encourage you to reflect upon our inclusive commitment to you as we welcome and encourage you to explore a promising future career at CMH.

Mari Iromoto Executive Champion Diversity, Equity and Inclusion

Susan Toth, Director of Human Resources

Cambridge Memorial Hospital (CMH) proudly integrates AI-based technologies into its applicant screening process to enhance recruitment. These tools are designed to reduce bias and uphold fair hiring practices based on skills, education, and experience. CMH’s AI serves to assist, not replace, human decision-making, with results audited to ensure quality and equity. This initiative reinforces the hospital’s commitment to Equity, Diversity, and Inclusion, ensuring the best talent is selected while adhering to its core values.

We thank all those who apply, however only those selected for an interview will be contacted